Our definition of a complaint
An observation from a supporter, service user or member of the public about this charity's service or activity that requires a response. We always try our best but sometimes we may get it wrong or things do not go according to plan. When this happens your feedback is invaluable because we want to learn from our mistakes and find the best way forward for all concerned.
Our definition of a comment
A comment is a remark or observation on an RSPCA service or activity, whether positive or negative.
Customer service and complaints
The RSPCA places great emphasis on delivering quality services that are responsive to the needs of our members, supporters and the general public who use those services. We are committed to learning from our "customers" and actively seek feedback about their experiences. Read the RSPCA Customer Service Charter for more information about our commitment to customer service.
This not only helps to establish whether the services we provide are satisfactory but also opens up the possibility of maintaining a dialogue with our supporters and gives us an opportunity to benefit from their views and experiences. Feedback is also valuable in letting us know where we are providing successful, valued services that we can build on, or where we need to improve our services.
We always try our best and when we succeed, we would like to hear about it. If you have any positive comments, please get in touch via My RSPCA.
We do consider customer service to be important and realise that making a complaint is not always easy but can assure you that we take all complaints about our service very seriously. Complaints are dealt with confidentially and we make every effort to deal with them within our timescales, which are to acknowledge within five days of receipt and to respond in full or with an update within 28 days.
If you need to complain about an RSPCA service or activity you may do so via My RSPCA, or alternatively write to:
West Sussex RH13 9RS